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IT & Applications Support

As a customer of Castle Computer Services you have access to our support teams, where you can expect to receive the highest level of service from our support personnel.

Our support teams are available between 9am and 5.30pm Monday to Friday, including bank holidays but excluding Christmas and New Year. Additional out of hours support can be provided by arrangement.

The Service Desk is your initial one stop point of contact for all support issues.

Application & technical support calls

Support incidents and queries should be logged with the Service Desk:

Support procedure

  1. Once an incident has been logged, you will be provided with a unique incident reference number.
  2. The incident will be routed to the appropriate support team, and the service desk will monitor the incident to ensure that it is handled within the Service Level Agreement.
  3. Once the relevant support team have resolved the incident, it is routed back to the Service Desk, who will contact you to confirm resolution before the incident is closed.

Support enquiries

Should you wish to discuss your support requirements further, or make any comments or suggestions, please do not hesitate to contact one of our Support Managers:

Katrina McRae, Application Support Manager
katrina.mcrae@castle-cs.com
Tel: 0845 230 1314

Bob Pate, Technical Services Support Manager
bob.pate@castle-cs.com
Tel: 0845 230 1314